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Choosing the Right Channel Strategy | Mentors CX Academy

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Module 6: Omnichannel Strategy That Actually Works
2. Smart Channel Strategy: Choosing & Scaling the Right Mix

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3. Omnichannel Enablement: Building the Right Team, Stack, and Routing Logic

2. Smart Channel Strategy: Choosing & Scaling the Right Mix

More channels don't equal better support. Stacy reveals her "Task-to-Channel Matching" framework to determine which issues belong on voice, chat, or help centers. Use data to build a roadmap that balances customer needs with operational overhead and avoids unnecessary tool complexity.

Duration: 8:52

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Stacy Justino

Module 6: Omnichannel Strategy That Actually Works

Learn why consistent CX across every touchpoint matters, and how embracing context continuity and an omnichannel mindset helps brands avoid silos and build lasting customer trust.

4 lessons • 30 min

Every lesson is free to watch. Sign in to save your progress and earn your certificate.

1. What Customers Actually Expect from Omnichannel

2. Smart Channel Strategy: Choosing & Scaling the Right Mix

3. Omnichannel Enablement: Building the Right Team, Stack, and Routing Logic

4. Measurement That Matters: KPIs & Dashboards for Omnichannel Success